Sometimes when troubleshooting mobile device connection issues, it is necessary to remove all drivers for the mobile device.

On the PC: run the Command Prompt as Administrator.Click the Start menuType in the search box: cmdIn the list that appears, right-click cmd.exe (or Command Prompt), then Run As Administrator. Approve any security prompt that appears.(Note: If you don't do the "right-click, Run As Administrator" steps, the hidden devices will not show up in Step 4.)

In the command prompt, exactly type or copy/paste the following command, then Enter:set devmgr_show_nonpresent_devices=1

Note: To paste into a command prompt window, right-click anywhere in the window. If you get a menu, click Paste. (Windows 10 also allows Ctrl-V to paste into a Command Prompt.)

Type or copy/paste the following command, then Enter:devmgmt.msc

The Device Manager will open.

View menu, Show Hidden Devices. With the command from Step 2, this shows non-present devices as grayed/ghosted icons.

In the topics from Step 6, look for:Microsoft USB SyncMicrosoft Windows Mobile Remote AdapterWindows Mobile-based device supportportable device with a name you gave the trouble deviceany of the above with a number after it, e.g. #2

For each of the objects in Step 6, right-click, then Uninstall. If there is a checkbox for "Delete the driver software for this device", check it. Click OK. Repeat this step until they're all gone.